If for any reason, you are unhappy with the service provided by Claranet Soho and would like to raise a complaint you can contact us through either of the means listed below.

By e-mail: complaints@claranetsoho.co.uk

By Post: Customer Service, Claranet Soho, 824 -825 Birchwood Boulevard, Warrington, Cheshire, WA3 7QZ

Your correspondence should include your name, preferred contact details, details of your service and an outline of your Complaint.

Updates

Complaints will be responded to between the times of 9am to 6pm on Monday to Friday (excluding Bank Holidays) and the initial response to any complaints received will be within one weekday during these times. This means that complaints received at 4pm on a Friday will receive an initial response by 4pm on a Monday. Updates will be provided at least once per day Monday to Friday unless agreed otherwise until the complaint is resolved.

Resolution

We will take all reasonable steps to ensure a swift resolution to complaints after we have received them. Complaints will be handled at Team Leader level but if the Team Leader is unable to resolve a complaint it may be escalated to Manager level and then to Director level if necessary in order for resolution to take place. If we are unable to resolve a complaint within the 8 week period after we have received it you have the right to invoke the Alternative Dispute Resolution scheme listed below.

Alternative Dispute Resolution

Claranet are a member company of the OFCOM approved Alternative Dispute Resolution scheme CISAS. This scheme offers dispute resolution and is independent of Claranet Soho. It is free for you to use and you have the right to refer a Complaint to CISAS if it is unresolved 8 weeks after we received it. As a member of the scheme, we are obliged to send prompt written notification of your right to use this scheme 8 weeks after a complaint has been received by us unless one of the following applies:

i. It is reasonable to consider the Complaint has been resolved.
ii. It is reasonable to consider the Complaint has been raised to cause annoyance or frustration.
iii. The subject matter of the Complaint is outside the jurisdiction of CISAS.

We always aim to take all reasonable steps to resolve complaints in a satisfactory manner for our customers but in the event that we believe we have done everything we can and you remain unhappy then we will provide you a copy of a Deadlock Letter confirming our position. We are also obliged to provide you a Deadlock Letter on request unless:

i. We have genuine and reasonable grounds for considering the Complaint will be resolved in a timely manner and are taking active steps to produce this outcome.
ii. It is reasonable to consider the Complaint has been raised to cause annoyance or frustration.
iii. The subject matter of the Complaint is outside the jurisdiction of CISAS.

Details of this scheme can be found at www.cisas.org.uk. CISAS can also be contacted by phone at 0207 5203827 or by e-mail at info@cisas.org.uk.